MEMBER EXPERIENCE SPECIALIST / TELLER

About the role

The primary purpose of this position is to deliver exceptional service by projecting a positive image as a Member Experience Specialist for Dover Federal Credit Union by welcoming members and guests in a prompt, courteous, efficient, and professional manner. Perform various clerical and member service duties as assigned.

Responsibilities

• Maintains all established sales and service goals, ethically referring appropriate products and services to the membership.
• Maintains minimum requirements for the position as set forth on the Branch Scorecard.
• Possesses adequate product knowledge.
• Provides routine information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, insurance on loans, loan policies, interest rates, current dividend rates, locations, office hours, and telephone numbers.
• Provides members with account status, including current balances & loan payoffs.
• Performs routine member transactions, including but not limited to deposits, withdrawals, cash advances, loan payments, transfers, check cashing, Check 21, and negotiable instruments, while performing proper CIP procedures, CDD/EDD, maintaining the highest level of confidentiality with all information obtained.
• Maintains designated cash drawer levels, and balance cash drawer according to branch settlement procedures.
• Completes Currency Transaction Reports and Suspicious Activity Reports.
• Maintains adequate product knowledge.
• Answers telephone, routing calls to appropriate personnel and taking messages for proper resolution, maintaining the highest level of confidentiality with all information obtained.
• Provides members with the forms necessary to transact business and proper receipts for payments.
• Examine checks for endorsements, negotiability, and potential fraud.
• Participates in Financial Literacy, BVS, and Wednesday training as instructed by management.
• Completes basic account file maintenance, including account updates, address changes, online banking, bill pay, password resets, account status/statements, etc., utilizing appropriate operating systems or programs.
• Ensures compliance with Federal and State regulations, Bank Secrecy Act (BSA), and Office of Foreign Asset Control (OFAC) requirements.
• Coordinates with marketing liaison for updated promotional and marketing materials, maintaining lobby displays, and hosting various lobby promotions/vendors.
• Prepares and communicates external and internal correspondence to members/team members as directed via proper channels.
• Serves as a Notary.
• Assists in ATM and Electronic Cash Recycler replenishment and settlement.
• Maintains ATM, Electronic Cash Recycler, and vault combinations.
• Affixes signatures on documents as required.
• Performs front desk duties as necessary.
• Assists with preparing change orders for business accounts.
• Assists with end of the day settlement reports.

Requirements

• Completion of high school education, plus appropriate specialized training.
• At least 6 months of related experience (i.e. excellent member service skills, attentiveness, organizational skills, and tact & diplomacy in dealing with guests, members, and team members, etc.).
• Professional, well-developed interpersonal and teamwork skills necessary for communicating with members, guests, callers and team members.
• Basic typing/word processing skills.
• Compliance with all credit union policies, procedures, and regulations.

Physical Requirements

• Frequently sits, uses hands to finger, handle or feel, reach with hands and arms, and talk or hear.
• Occasionally stands, walks, bends, kneels, and reach above or at shoulder level.
• Occasionally lifts/push/pull and/or carry up to 10 pounds.